Workforce Manager at Global Payments Inc.

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

15 Jun, 26

Salary

0.0

Posted On

17 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Forecasting, Capacity Planning, Scheduling, Intraday Management, SLA Governance, WFM Platforms, Data Analytics, Performance Analytics, Stakeholder Management, Process Automation, Team Development, Predictive Tools, Vendor Governance, SQL, Excel, BI Tools

Industry

Financial Services

Description

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow. Key Responsibilities Strategic Forecasting & Capacity Planning: Own long-term and short-term forecasting models using advanced analytics and predictive tools. Align headcount plans with client SLAs, contractual KPIs, and financial objectives. Scheduling & Real-Time Governance: Design optimized schedules leveraging WFM platforms (NICE, Verint, Aspect, IEX, Genesys). Lead intraday management, ensuring real-time adherence and proactive SLA recovery. Performance Analytics & Business Insights: Deliver executive-level dashboards on forecast accuracy, utilization, shrinkage, and cost per FTE. Provide actionable insights to Operations, Finance, and Client Services for strategic decisions. Vendor & Multi-Site Leadership: Govern WFM processes across multiple geographies and vendor ecosystems. Conduct capacity reviews, governance calls, and performance calibrations with partners. Continuous Improvement & Automation: Drive process automation initiatives to reduce manual interventions and improve forecast reliability. Champion best-in-class WFM practices for scalability and efficiency. Team Development: Mentor WFM analysts and schedulers; build a high-performing workforce planning team. Foster a culture of data-driven decision-making and operational excellence. Qualifications 7+ years Workforce Management experience in BPO or global contact center environments. Proven expertise in forecasting, scheduling, intraday management, and SLA governance. Advanced proficiency in WFM tools (NICE, Verint, Aspect, IEX) and data analytics (Excel, SQL, VBA; BI tools preferred). Strong understanding of BPO metrics: AHT, shrinkage, occupancy, utilization, SLA compliance. Exceptional stakeholder management and ability to influence senior leadership and client partners. Behavioral Competencies Strategic Influence: Shapes decisions and gains buy-in at all levels. Resilience & Agility: Thrives in high-pressure, fast-changing environments. Collaborative Leadership: Builds trust and strong partnerships internally and externally. Data-Driven Decision Making: Uses insights to drive operational and strategic outcomes. Talent Development: Inspires and mentors teams to achieve peak performance. Preferred Experience Fintech or financial services outsourcing background. Familiarity with compliance and regulatory requirements. Experience in omnichannel environments and global delivery models. Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com. Welcome to your candidate home! We are excited that you are exploring opportunities with Global Payments and look forward to learning more about you! From here, you can track the progress of your application, stay up to date on any next steps and keep your contact information current. At Global Payments (NYSE : GPN), we empower simple, fast, secure payments for everyone. And to do that, we’ve built a complete, worldwide commerce ecosystem that delivers software and services at scale to millions of companies around the world—from ambitious startups to global enterprises. Our team of 27,000 experts is dedicated to your success. Headquartered in Atlanta, Georgia, we're a Fortune 500® company and a member of the S&P 500 with worldwide reach spanning North America, Europe, Asia Pacific and Latin America. Wherever you are—or wherever you want to be—we’re there, ready to support you. For more information, visit company.globalpayments.com and follow Global Payments on X, LinkedIn and Facebook. Accommodations: Accessibility Requests: If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com EEOC Statement: Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify jobs@globalpay.com.

Responsibilities

This role involves owning long-term and short-term forecasting models, designing optimized schedules using WFM platforms, and leading intraday management to ensure real-time adherence and SLA recovery. The manager will also deliver executive-level dashboards and provide actionable insights to various departments.